OWNDAYS

I travelled all the way from Mount Colah to go to Owndays glasses store in Westfield Chatswood at 1 pm last Thursday. I went there to ask if they had a spare part that I could buy for my glasses as I had broken them. They told me that I had to spend $218.00 for the whole frame. I said that is very expensive as I only needed the front lens part of the frame replaced. They replied saying that they don't have spare parts. I reluctantly agreed to pay the $218.00 for a flimsy plastic frame and continued to question the staff member whose name is Emily as to why I should have to pay so much after spending nearly $1000.00 on glasses in the past few years. While I was asking her for a definitive reason as to why they don't stock parts, the second staff member standing next to her whose name is Reini decided to add her comment, "Isn't it obvious?" and having a good laugh at me and in front of another customer standing next to me. This arrogant and rude behaviour is unprofessional and demonstrates a lack of care or training of the staff that work there. I asked them both for their names and said that I would complain. They both refused to answer me. At this point, another staff member walked in who was a male. I asked him if he was the manager. He said he wasn't and that they did not have a manager of the Chatswood store. What kind of store does not have a manager to keep an eye on the staff working there?? I replied by saying that a year ago there was a manager to which he replied, "Well they've all gone". I then told him that I was going to make a major complaint against Reini for unnecessarily humiliating me in front of another customer standing next to me at the counter. I then asked him for both of the female staff member's names which he gave me in full including his own. However, I have no idea if they are fictitious names or not at this stage. The previous staff that have encountered in the store were always polite and helpful, especially the manager. The male staff member whose name is Kayden, was polite and tried to help me. He went to put my lens' into the frame but then to add insult to injury, told me that my lenses would not fit the frames of the same glasses I had purchased three times previously. I was absolutely stunned. I then asked him how this could be possible as they were the same ECO2XY frames that I brought with me. His reply was, "They have probably changed the design slightly". So that meant then, I had to also pay even more for new lenses with blue blockers in them that I did not need which would have brought the total up to well over $300. To put it simply, that is extortion! I then asked for a refund immediately. I was offered no apology, discount offer, solution, or anything. I will never buy glasses or set foot in that store again. If a store like Owndays fails to understand the value of looking after its loyal customers and hires young staff who are not appropriately trained and who find it amusing to rudely belittle a customer, do not deserve to be in business.
Jan 7th, 2024

Pretty great. Good service and incredibly fast. Having worn glasses since a teen, Ive never been able to walk in to a store, order glasses and then have them in my hand an hour later. Thanks. Ill definitely be back.
May 28th, 2023

Very bad quality and over priced product that dent my face. I have to pay extra money to go to other store to have a new pair
Apr 28th, 2023

I have been getting new pair of glasses each year for many years from Owndays and the quality of their glasses and (single vision) lens have been great. However....not this time.... This year I have been recommended to go for multi-focal lens which costs extra $400 (that's after health insurance rebate). The distance vision (through upper part of the lens) has NO improvement from my last year's glasses, although the staff claimed they were made with 1 step stronger from last year's prescription. The near vision (through lower part of the lens) offers only very little improvement. So effectively I have paid $400 for a similar prescription from last year. It's very clear to me the quality of the lenses is not to the standard or have been made to the spec. According to their policy, they will not offer refund. The staff did offer to make another appointment with their optometrist to investigate but my view is the eye test and production of the lenses should have been done correctly and quality checked in the first place. If these things can't be done right ONCE it's time for me to look elsewhere....
Apr 1st, 2023

Review based purely on Gias exceptional customer service.
Mar 9th, 2023